MWEB Uncapped ADSL Feedback - Part 3

[daveza]

FB has been updated -

The problem has been isolated to one of our upstream providers and they have indicated that they expect to have it resolved within the next hour

Upstream provider responsible for Mweb mail server issues ?

 

[MWEBHelp]

Dear MWEB Customer

One of our upstream service providers experienced a major failure on their network just before 8:00am this morning. Unfortunately this impacted our e-mail platform and you would not have been able to send or receive mail on your MWEB mailbox for the better part of the day. The problem has now been rectified and all mail services are back up and running. Unfortunately, due to the duration of the outage, there is a significant backlog of mail that has to be processed and we expect that this will take a few hours to clear. Please continue to use our Facebook page and Twitter to get the latest information.

We will be meeting with our service provider during the course of the day tomorrow to establish what steps they have put in place to prevent a reoccurrence of this issue in the future.

Please accept my sincere apologies for the inconvenience and frustration that this has caused.

Regards
Derek Hershaw
CEO

 

[PostmanPot]

Dear MWEB Customer

One of our upstream service providers experienced a major failure on their network just before 8:00am this morning. Unfortunately this impacted our e-mail platform and you would not have been able to send or receive mail on your MWEB mailbox for the better part of the day. The problem has now been rectified and all mail services are back up and running. Unfortunately, due to the duration of the outage, there is a significant backlog of mail that has to be processed and we expect that this will take a few hours to clear. Please continue to use our Facebook page and Twitter to get the latest information.

We will be meeting with our service provider during the course of the day tomorrow to establish what steps they have put in place to prevent a reoccurrence of this issue in the future.

Please accept my sincere apologies for the inconvenience and frustration that this has caused.

Regards
Derek Hershaw
CEO

Thank you.

 

[Rickster]

I know this isn't feedback but I'm just too lazy to make a new thread, a mweb telemarketer phoned me and tried to convince me that the line is only running at "512 capacity" and tried to upgrade me to a different package, I don't know what the hell he means by 512 capacity, how does he know how fast the download speed is while sitting at the call center?

It's a 2 Meg line that downloads at 200 kB/s


Taking advantage of ignorant customers.

 

[PostmanPot]

I know this isn't feedback but I'm just too lazy to make a new thread, a mweb telemarketer phoned me and tried to convince me that the line is only running at "512 capacity" and tried to upgrade me to a different package, I don't know what the hell he means by 512 capacity, how does he know how fast the download speed is while sitting at the call center?

It's a 2 Meg line that downloads at 200 kB/s


Taking advantage of ignorant customers.

Strange. Aren't you on Afrihost or is that someone else...

Did you get their name?

 

[Rickster]

Strange. Aren't you on Afrihost or is that someone else...

Did you get their name?

My dad is with mweb, they phoned me because I deal with his dsl because he doesn't have a cooking clue, no didnt get a name.

 

[PostmanPot]

My dad is with mweb, they phoned me because I deal with his dsl because he doesn't have a cooking clue, no didnt get a name.

Take it he's on a capped package and not an uncapped one (which would obviously be 2Mbps)?

 

[Rickster]

Take it he's on a capped package and not an uncapped one (which would obviously be 2Mbps)?

That I'm not sure of.

 

[MWEBHelp]

I know this isn't feedback but I'm just too lazy to make a new thread, a mweb telemarketer phoned me and tried to convince me that the line is only running at "512 capacity" and tried to upgrade me to a different package, I don't know what the hell he means by 512 capacity, how does he know how fast the download speed is while sitting at the call center?

It's a 2 Meg line that downloads at 200 kB/s


Taking advantage of ignorant customers.

Good day Rickster, please do provide me the number you were contacted from and your number.

This will allow us the opportunity to try and trace the call.

There are a couple of outsourced companies doing sales for us as well, therefore its important for us to ensure that our standards are maintained.

Please do provide me the information via private messaging.

Regards
MWEBGuy

 

[pumbaa]

I need to get my line recreated and reset, there is no option on my account to request, how do I go about without phoning the call center?

 

[MWEBHelp]

I need to get my line recreated and reset, there is no option on my account to request, how do I go about without phoning the call center?

Hi pumbaa, I have done as you requested, please restart your router in 5 minutes and test

 

[pumbaa]

Hi pumbaa, I have done as you requested, please restart your router in 5 minutes and test

Thank you kindly

 

[pmurgs]

Anyone else getting bad mweb international gaming performance this past week, especially today? I usually get 195ms to Amsterdam with Planetside 2, today it's been 350ms plus. Pingplotter shows me lots of jitter all along to optinet.net route, but mostly the ping jumps radically at or between 197-84-96-185.cpt.mweb.co.za and 540.po-channel50.cpt-ipc-2.optinet.net, so it's a local problem it seems to me.

Edit: Tried CrystalWeb, they use the optinet link to EU as well, same problem, so its not Mwebs or CrystalWebs fault per se.

 

[PostmanPot]

Anyone else getting bad mweb international gaming performance this past week, especially today? I usually get 195ms to Amsterdam with Planetside 2, today it's been 350ms plus. Pingplotter shows me lots of jitter all along to optinet.net route, but mostly the ping jumps radically at or between 197-84-96-185.cpt.mweb.co.za and 540.po-channel50.cpt-ipc-2.optinet.net, so it's a local problem it seems to me.

Can't say whether gaming is affected, but here's my trace result.

Traceroute has started…

traceroute to 195.33.132.169 (195.33.132.169), 64 hops max, 72 byte packets
 1  192.168.1.1 (192.168.1.1)  1.313 ms  1.038 ms  0.984 ms
 2  * * *
 3  197-84-96-185.cpt.mweb.co.za (197.84.96.185)  196.879 ms  200.777 ms  219.900 ms
 4  540.po-channel50.cpt-ipc-2.optinet.net (197.84.96.186)  24.489 ms  17.447 ms  17.974 ms
 5  vl92.cpt-hscore-2.optinet.net (197.84.3.2)  20.301 ms  20.088 ms  14.801 ms
 6  12.te0-7-0-2.cpt-p-1.optinet.net (197.84.5.241)  170.388 ms  159.273 ms  155.375 ms
 7  * w1-po0-3-5-0.thd-p-2.optinet.net (197.84.4.227)  167.860 ms  168.082 ms
 8  be-2-778-thd-up-2.optinet.net (176.67.177.148)  168.077 ms  163.308 ms  170.471 ms
 9  xe-10-1-3.edge4.london1.level3.net (212.113.14.121)  166.126 ms  163.746 ms  159.844 ms
10  * * *
11  * * *
12  * * *

 

[Loppas]

Can't say whether gaming is affected, but here's my trace result.

I'v also noticed this bad latency today on joburg servers and international.

Joburg:

 Tracing route to mybroadband.co.za [190.93.240.55]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  dsldevice.domain.name [192.168.0.2]
  2     *        *        *     Request timed out.
  3   256 ms   246 ms   247 ms  197-84-96-185.cpt.mweb.co.za [197.84.96.185]
  4     8 ms     8 ms     8 ms  540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186]
  5   265 ms   260 ms   262 ms  vl92.cpt-hscore-1.optinet.net [197.84.2.2]
  6   156 ms   154 ms   157 ms  11.te0-0-0-2.cpt-p-1.optinet.net [197.84.5.225] 
  7   153 ms   154 ms   156 ms  w1-po0-3-5-0.thd-p-2.optinet.net [197.84.4.227] 
  8   155 ms   153 ms   154 ms  be-3-779-thd-up-1.optinet.net [176.67.177.227]
  9   157 ms   157 ms   158 ms  ldn-b5-link.telia.net [62.115.13.13]
 10   403 ms   395 ms   403 ms  cloudflare-ic-306325-ldn-b3.c.telia.net [62.115.42.242]
 11   395 ms   413 ms   410 ms  190.93.240.55

Trace complete.

US:

Tracing route to facebook.com [173.252.74.22]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  dsldevice.domain.name [192.168.0.2]
  2     *        *        *     Request timed out.
  3   277 ms   283 ms   291 ms  197-84-96-185.cpt.mweb.co.za [197.84.96.185]
  4     8 ms     8 ms     8 ms  540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186]
  5   300 ms   307 ms   309 ms  vl92.cpt-hscore-1.optinet.net [197.84.2.2]
  6   153 ms   154 ms   154 ms  11.te0-0-0-2.cpt-p-1.optinet.net [197.84.5.225] 
  7   154 ms   154 ms   154 ms  w1-po0-3-5-0.thd-p-2.optinet.net [197.84.4.227] 
  8   154 ms   155 ms   153 ms  be-3-779-thd-up-1.optinet.net [176.67.177.227]
  9   169 ms   157 ms   157 ms  be-15-779-thd-linx-1.optinet.net [176.67.177.228]
 10   153 ms   152 ms   153 ms  linx.br01.lhr1.tfbnw.net [195.66.225.69]
 11   443 ms   470 ms   427 ms  ae1.bb01.lhr2.tfbnw.net [31.13.30.174]
 12   222 ms   223 ms   222 ms  be23.bb01.lga1.tfbnw.net [74.119.78.102]
 13   232 ms   232 ms   232 ms  ae15.bb03.dca1.tfbnw.net [74.119.76.20]
 14   294 ms   322 ms   294 ms  ae28.bb03.prn2.tfbnw.net [31.13.25.149]
 15   292 ms   312 ms   293 ms  ae3.dr10.prn1.tfbnw.net [31.13.27.123]
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.


Trace complete.

Ping to the UK seems okay now but was high earlier.

 

[PostmanPot]

I'v also noticed this bad latency today on joburg servers and international.

Joburg:

 Tracing route to mybroadband.co.za [190.93.240.55]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  dsldevice.domain.name [192.168.0.2]
  2     *        *        *     Request timed out.
  3   256 ms   246 ms   247 ms  197-84-96-185.cpt.mweb.co.za [197.84.96.185]
  4     8 ms     8 ms     8 ms  540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186]
  5   265 ms   260 ms   262 ms  vl92.cpt-hscore-1.optinet.net [197.84.2.2]
  6   156 ms   154 ms   157 ms  11.te0-0-0-2.cpt-p-1.optinet.net [197.84.5.225] 
  7   153 ms   154 ms   156 ms  w1-po0-3-5-0.thd-p-2.optinet.net [197.84.4.227] 
  8   155 ms   153 ms   154 ms  be-3-779-thd-up-1.optinet.net [176.67.177.227]
  9   157 ms   157 ms   158 ms  ldn-b5-link.telia.net [62.115.13.13]
 10   403 ms   395 ms   403 ms  cloudflare-ic-306325-ldn-b3.c.telia.net [62.115.42.242]
 11   395 ms   413 ms   410 ms  190.93.240.55

Trace complete.

UK:

 Tracing route to bbc.co.uk [212.58.246.103]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  dsldevice.domain.name [192.168.0.2]
  2     *        *        *     Request timed out.
  3   308 ms   291 ms   282 ms  197-84-96-185.cpt.mweb.co.za [197.84.96.185]
  4     8 ms     8 ms     8 ms  540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186]
  5   282 ms   278 ms   267 ms  vl92.cpt-hscore-1.optinet.net [197.84.2.2]
  6   154 ms   155 ms   154 ms  11.te0-0-0-2.cpt-p-1.optinet.net [197.84.5.225] 
  7   154 ms   155 ms   154 ms  w1-po0-3-5-0.thd-p-2.optinet.net [197.84.4.227] 
  8   156 ms   154 ms   154 ms  be-2-776-thd-up-2.optinet.net [176.67.177.235]
  9   152 ms   152 ms   152 ms  ldn-b5-link.telia.net [62.115.13.17]
 10   394 ms   396 ms   402 ms  atos-ic-151907-ldn-b5.c.telia.net [80.239.132.142]
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13   154 ms   154 ms   153 ms  ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
 14   159 ms   159 ms   159 ms  132.185.255.165
 15   156 ms   155 ms   155 ms  fmt-vip132.cwwtf.bbc.co.uk [212.58.246.103]

Trace complete.

MyBb is hosted on CloudFlare, not a good example to use.

Traceroute has started…

traceroute: Warning: www.bbc.co.uk has multiple addresses; using 212.58.246.94
traceroute to www.bbc.net.uk (212.58.246.94), 64 hops max, 72 byte packets
 1  192.168.1.1 (192.168.1.1)  1.241 ms  0.992 ms  0.865 ms
 2  * * *
 [B]3  197-84-96-185.cpt.mweb.co.za (197.84.96.185)  221.411 ms  221.216 ms  342.798 ms[/B]
 4  540.po-channel50.cpt-ipc-2.optinet.net (197.84.96.186)  8.532 ms  8.029 ms  8.706 ms
[B] 5  vl92.cpt-hscore-1.optinet.net (197.84.2.2)  371.271 ms  235.545 ms  228.098 ms[/B]
 6  11.te0-0-0-2.cpt-p-1.optinet.net (197.84.5.225)  155.681 ms  155.177 ms  155.835 ms
 7  w1-po0-3-5-0.thd-p-2.optinet.net (197.84.4.227)  156.092 ms  156.670 ms  155.833 ms
 8  be-2-776-thd-up-2.optinet.net (176.67.177.235)  159.673 ms  158.593 ms  160.540 ms
 9  ldn-b5-link.telia.net (62.115.13.17)  153.929 ms  154.963 ms  154.079 ms
[B]10  atos-ic-151907-ldn-b5.c.telia.net (80.239.132.142)  157.812 ms  158.633 ms  157.915 ms[/B]
11  * * *
12  * * *
13  ae0.er01.cwwtf.bbc.co.uk (132.185.254.93)  158.817 ms  158.777 ms  159.365 ms
14  132.185.255.165 (132.185.255.165)  154.639 ms  153.886 ms  154.333 ms
15  bbc-vip015.cwwtf.bbc.co.uk (212.58.246.94)  154.140 ms  154.418 ms  155.356 ms

Something is definitely up though, but I think it relates to Telkom's current IPC issues here in the South, causing higher latency?

 

[pumbaa]

Whats up with the speed on torrents it is totally dead for days now cannot even get some live in the after midnight

 

[MWEBHelp]

Whats up with the speed on torrents it is totally dead for days now cannot even get some live in the after midnight

Good MOrning Pumbaa, is the speeds only affecting Torrents?

Is all other traffic operating as it should?

 

[grantduke]

Whats up with the speed on torrents it is totally dead for days now cannot even get some live in the after midnight

So glad that I'm not the only one.

 

[PostmanPot]

I would test for you but I'm on capped. No issues here...